Knowledge Management increases self-service rates for customers and employees, and boosts agent productivity with a contextual knowledge base.
Knowledge Management Increase self-service rates for customers and employees. Boost agent productivity with contextual knowledge, powered by AI.
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Benefits of Knowledge Management Increase user satisfaction Provide consistent, proven resolutions for your customers and employees to boost self-service. Promote knowledge sharing Empower agents to write or automatically generate articles in the context of their work. Power continuous improvement Identify knowledge gaps and curate new content. Track usage, governance, and quality trends.
Features of Knowledge Management GenAI-powered knowledge creation Generate knowledge content from closed incidents and other sources. Knowledge demand insights Use AI to automatically identify and visualize knowledge gaps for assignment. Feedback management Act on customer and internal user feedback with an out-of-the-box, closed-loop process. Knowledge-Centered Service (KCS) v6 verified Bring KCS best practices to your organization. Help capture knowledge, enable self-service, and improve employee satisfaction.
Additional features In-context creation and generation Capture or auto-generate knowledge articles while managing cases or incidents. Knowledge harvesting Convert solutions from conversations in active, engaged communities into knowledge articles. Knowledge blocks Create reusable knowledge article content blocks to reduce redundancy and improve productivity. Analytics and dashboards Monitor knowledge use, timelines, age, feedback, and gaps to fine‑tune content and processes. AI search Give users a powerful, consumer-grade search experience with relevant, personalized results. Group ownership Assign articles to teams to manage feedback and maintenance. Improve knowledge quality and timeliness. Subscriptions Let users subscribe to articles and knowledge bases, and notify them about new or modified content. Translation management Assign tasks automatically, identify missing translations, and integrate with third-party tools.
Resources See All Resources Data Sheets Customer Service Management IT Service Management Analyst Reports Forrester: The Total Economic Impact™ of ServiceNow® Customer Service Management Total Business Value of ServiceNow IT Apps Case Studies Automation Drives Consistency and Service Gains at RACQ Western Sydney University Builds Future-Ready Foundation With Generative AI OVHcloud Reduces Case Resolution Times by 75% Santa Monica Improves the Citizen Experience with Digitization Mabe Optimizes Service Operations and Agent Efficiency Ebooks AI at ServiceNow The AI Platform for Business Transformation
How to get Knowledge Management Knowledge Management is available with these ServiceNow products. Customer Service Management Improve service operations and engage your customers. IT Service Management Transform the impact, speed, and delivery of IT. HR Service Delivery Deliver the right experience to employees anywhere.
You might also be interested in… Now Assist Empower everyone with generative AI and accelerate productivity across the enterprise. Performance Analytics Anticipate trends, prioritize resources, and continuously improve with real-time analytics. Communities Connect customers and employees with their peers to find answers and solve problems. Service Portal Design a self-service user experience with a responsive portal interface.
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